Municipal Customer Service Program - TML Conference

Municipal Customer Service Program

"Great Expectations: Achieving Customer Service Excellence"

(c) 2003-2013 The James Madison Group, Inc.

Today's Focus

1) The unique challenges we face in providing exceptional levels of service to the citizens and residents of our communities.

2) What it is that citizens and residents expect from us; and what they don't expect from us.

(c) 2003-2013 The James Madison Group, Inc.

Some good news....

"How much do you trust government?"

26% Federal 33% State 52% Local

--CNN National Survey Feb 23, 2010

(c) 2003-2013 The James Madison Group, Inc.

Local governments rate higher than state or federal

73% of residents rate local government service as excellent or good; Only 38% rated federal government service as excellent or good; "Slight dip in ratings since 2010."

National Research Center's survey, ICMA, July 25, 2012

(c) 2003-2013 The James Madison Group, Inc.

(c) 2003-2013 The James Madison Group, Inc.

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